Human Resource (HR) Supervisor - Hybrid Set-up (Manila Site)
Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a Human Resource (HR) Supervisor for our Awesome CX by Transcom Manila site. As the Team Lead for HR Helpdesk & Document Management, you are the engine room of our HR service delivery. Your goal is to transform employee support from a reactive ticketing function into a proactive, high efficiency machine. You will lead a team responsible for the first impression of HR, ensuring that every query is handled with precision, every transaction is documented, and our Tier 0 (Self-Service) strategy continues to reduce friction for our global workforce.
Join our Awesome CX by Transcom Family as an Human Resource (HR) Supervisor
Key Responsibilities
People Leadership and Team Management:
- Provide strong leadership, coaching, motivation, and development to a team of HR Helpdesk professionals handling employee queries and HR transactions
- Set clear performance expectations, conduct regular 1:1s, performance reviews, and coaching sessions to drive individual and team growth
- Manage team scheduling, attendance, shift coverage, and resource allocation to meet operational demands in a 24/7 or extended-hours BPO setup
- Foster a high-performance, inclusive culture that supports professional development and talent retention
Employee Experience And Service Delivery
- Drive Performance: Oversee daily helpdesk operations, ensuring the team meets or exceeds Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for response time and resolution quality
- Escalation Management: Serve as the point of contact for complex queries, ensuring seamless hand-offs to specialized teams like Payroll, C&B, or HRBPs.
- Agile Growth: Scalability is key. You will design workflows that can absorb rapid headcount and scope growth without compromising quality across various regions
Knowledge Management and Tier 0 Strategy
- Root Cause Analysis: Regularly identify query drivers (the why behind the tickets) to address systemic issues.
- Knowledge Base (KB) Ownership: Build and maintain a robust HR Knowledge Base. Ensure content is updated in real-time so employees can find answers via self-service (Tier 0) before needing to contact a human.
- Continuous Improvement: Work with the tech team to optimize the HR Portal and Chatbot logic based on trending employee needs
Document Management & Compliance
- Lifecycle Governance: Oversee the digital filing and retrieval systems for employee records, ensuring 100% accuracy and audit readiness
- Audit Participation: Represent HRSS in internal and external audits (e.g., ISO, SOC2, or Statutory Labor audits), ensuring all documentation is compliant with local labor laws
Stakeholder Collaboration
- Cross-Functional Support: Partner with Compensation & Benefits and Payroll to streamline data flow and ensure that helpdesk agents are trained on the latest policy changes
- Feedback Loop: Provide the Reporting team with qualitative data to supplement their quantitative dashboards
Key Performance Indicators (KPIs) & Success Measures
- Team performance: Timeliness, Accuracy, CSAT/NPS scores
- Operational: Achievement of SLAs, low volume of escalations/complaints
- Employee Experience: Successful launch and impact of experience programs/initiatives
- Zero/minimal critical customer complaints; sustained high team engagement and low attrition
Qualifications & Experience
- 3+ years in HR Shared Services or a high-volume Global Helpdesk, with at least 1.5 years in a leadership/supervisory role.
Required Skills & Competencies
- Platform Expertise: Deep familiarity with Case Management Tools (e.g., ServiceNow, Zendesk, etc.) and Document Management Systems. Experience in SAP, Kronos are also preferred.
- SLA/KPI Focus: Proven ability to manage by metricstransforming raw ticket data into performance improvement plans
- Strategic Thinking: Experience in transitioning organizations from manual email-based support to a Tiered Service Delivery Model
- Communication: Exceptional English (written and verbal) with the ability to simplify complex HR policies for a general audience
- Behavioral Competencies
- Agility: You thrive in a build-as-you-fly environment.
- Empathy: You understand that behind every ticket is an employee who needs help.
- Detail-Oriented: You have an audit-ready mindset, ensuring no document is out of place.
